UK | Scottish Public Services Ombudsman presents Annual Report 2019-20

The Scottish Public Services Ombudsman presents the main achievements, challenges and activities of the SPSO over 2019-20.

This Annual Report gives you a flavour of performance, which is explained in detail in the remainder of the report.

"The final few weeks of the operating year were challenging for everyone and it would be all too easy to let those weeks eclipse our achievements and challenges for the majority of the year. The report highlights these important achievements. I am pleased to report that we continue to maintain a consistently high level and quality of output, despite the rising caseloads for both complaints and Scottish Welfare Fund review applications."

 The SPSO Annual Report 2019-20 includes:

• 4,332 complaints received and 4,099 complaints determined
• 1,038 Scottish Welfare Fund review applications received, 29% up on last year
• 58% uphold rate with 1,038 recommendations made for learning and improvement
• publication of updated Model Complaints Handling Procedures
• our Complaints Improvement Conference
• introduction of the Support and Intervention Policy
• significant progress made in preparing for the launch of the Independent National Whistleblowing Officer.

Looking ahead, the SPSO is preparing for the introduction of its new role as Independent National Whistleblowing Officer for the NHS in Scotland from 1 April 2021.

Source: The Scottish Public Services Ombudsman